Latest Notices and Updates

If you have questions about any of the information on this page, you're welcome to contact us. For claim questions, as well as member benefits and eligibility information, please contact our Customer Service team at (888) 977-9299. For provider issues, please contact your Provider Service Representative or call (855) 896-5208. 

PacificSource Partners with Treasure Valley Family YMCA's Diabetes Prevention Program

The Scary Truth: According to the American Diabetes Association (The Burden of Diabetes in Idaho, pdf), in Idaho alone, approximately 10 percent of the adult population (more than 27,000 individuals) have diabetes, and an additional 34.9 percent (more than 397,000 individuals) have prediabetes. Without proper preventive measures, the Centers for Disease Control and Prevention estimate that 15–30 percent of the prediabetic population will develop type 2 diabetes within five years. 

The Solution: We are proud to announce PacificSource has partnered with the Treasure Valley Family YMCA to engage our members in the YMCA’s Diabetes Prevention Program. This program is available to eligible commercial members on individual or group plans, and is being offered in the Treasure Valley, Mountain Home, Twin Falls, McCall, and Baker City, Idaho areas. For more information, see the YMCA's Diabetes Prevention Program FAQ and brochure for healthcare providers. 

Learn About an Opioid Alternative for Your Low-Back-Pain Patients 

Free class for healthcare providers: Exercise Therapy as Opioid Alternative for LBP: Tools for Physicians 

Join Colin Hoobler, PT, DPT, MS, and a team of contributing physicians as they demonstrate how to practically apply science to exercise—such as biomechanics, anatomy, and neuroscience—to treat patients (including those who are opioid addicted) with chronic, mechanical low back pain (MLBP). The class will focus on how to combine clinical rehabilitation principles with medical research to yield practical clinical skills. 

Date: Saturday, April 21, 2018, noon to 2:00 p.m. (PT)

Location: Boss Sports Performance, 1305 SE Armour Rd #110, Bend, OR 97702     Map

Click here to register

Class size is limited to 25 participants. The Central Oregon Health Council’s Pain Standards Task Force is the primary sponsor for this event. Course textbooks on exercise prescriptions will be provided. All proceeds will go through a local 501(c)(3), Preventive Health Awareness, and profits will be donated to KIDS Center.

This class has been reviewed and is acceptable for up to 2.00 Prescribed credits by the American Academy of Family Physicians. Physicians should claim only the credit commensurate with the extent of their participation in the class.

Time-based Codes 

To ensure timely payment of claims, please remember to provide documentation of start and end times when billing for time-based codes. Claims that come in without this documentation will be denied. 

Provider Survey on our 2017 Tobacco Cessation Campaign

Last November, as part of our annual tobacco cessation campaign, we created a flier and video for healthcare providers. We’d like your feedback on these materials as well as on our tobacco cessation program, Quit for Life. 

The survey has 7 questions and should only take about 5 minutes to complete. 

Thank you for your time and valuable input. Your responses will help us improve our tobacco cessation outreach efforts in the future. 

Click here to take the survey >

Read the Fall Issue of the Provider Bulletin

The Fall issue of our Provider Bulletin is now available. In this issue:

  • The Conversation that Saves Lives: Tobacco Cessation
  • Prescription Assistance Programs and Benefit Verification
  • Administrative News & Reminders

Subscribe to our Provider Bulletin e-newsletter! You can subscribe or unsubscribe at any time. We value your privacy

Office Service Claims

August 23 Update

PacificSource had previously changed its Provider-based Billing Policy (see original notice below) regarding office services. Now, we allow these claims with dates of service on or after August 1, 2017. Thank you for your patience and cooperation. If you have any questions about this change, you're welcome to contact your Provider Service Representative or our Provider Services team:

Idaho and Montana: (541) 246-1459 
Oregon: (541) 246-1457 

Original Notice

Please be aware, all office services submitted with dates of service on or after May 1, 2017, must be billed under the service provider, in an ANSI 837P format (CMS 1500), and with the “office” place of service (POS).

Effective May 1, 2017, PacificSource will no longer accept provider-based billing of office services, regardless of the office location. We will deny as noncovered any office services billed on a UB claim form, and you will need to resubmit them in the correct format.

Claims in the following formats are not reimbursable: 

  • Claims billed with revenue codes 051X
  • Evaluation and Management codes (CPT 99201-99215 and HCPC G0463) that are billed with revenue codes 0760 through 0769
  • Claims with a “PO” modifier

Thank you for your cooperation. If you have any questions about this change, you’re welcome to contact your Provider Service Representative or our Provider Services Department:

Idaho and Montana: (541) 246-1459
Oregon: (541) 246-1457 

Changes to Drug Testing Policy for Commercial Plans

June 2017 - Recent changes to our urine drug testing policy may affect your patients with PacificSource commercial coverage. This change does not apply to PacificSource Community Solutions (Medicaid) or PacificSource Community Health Plans (Medicare) coverage. Read the full notice: Changes to drug testing policy (PDF).  

Change to Chart Retrieval Calls

As you may know, PacificSource is currently retrieving charts for the 2017 HEDIS submission. The Healthcare Effectiveness Data and Information Set (HEDIS) is a tool health plans use to measure things like care and service. ArroHealth may have contacted you to request a chart retrieval. 

New vendor
We will also work with CiOX Health, which will assist ArroHealth to collect remaining charts.

What to expect
In the coming days, a CiOX Health representative may contact you. They will walk you through how to send your charts to them, whether it is by mail, fax, remote, or on-site retrieval. It’s okay if you already sent your charts to ArroHealth. ArroHealth will manage your charts, and it will be as if there was no change in chart retrieval vendor. If CiOX contacts you, and you already sent your charts to ArroHealth, simply let the CiOX representative know.

Please contact us with any questions or concerns you may have. You can call your Provider Network representative, or you’re welcome to contact Patricia Grady, HEDIS Program Manager, at (541) 330-7331 or  

Facility Claims Require Full Code Number

Effective January 26, 2017, PacificSource will start denying facility claims that are billed without the required 4th/5th digit. If the DX code requires it and the provider didn’t bill it, the entire claim will deny (regardless of where the DX falls on the claim – could be primary DX or could be the 5th DX). This is already being done on Medicare/Medicaid facility and professional claims, and will now apply to facility claims for our commercial members. These incorrectly coded claims have an impact on reporting and risk adjustment. Please contact your Provider Service Representative if you have any questions.  

NDC Codes Required for Drug Claims Starting February 1

Effective February 1, 2017, we will require National Drug Code (NDC) numbers on all drug-related HCPC/CPT codes, including unlisted drug codes. Please see our NDC FAQ for details.

Are Your Claim CPT Codes Up to Date?

Please double check your claim CPT codes to make sure they are current. Beginning January 1, 2017, claims with termed CPT codes will be denied. Note that there is no longer a grace period.

PacificSource and Legacy Health – A Partnership to Build a Healthier Future for Northwest Communities

10/26/15 - We’re proud to announce that PacificSource Health Plans and Legacy Health are pursuing a partnership to bring together complementary capabilities. Our shared vision of healthcare focuses on improving the experience of care, reducing healthcare costs, and improving the health of our communities.

Ultimately, this partnership was driven by both organizations’ commitment to serve both members and patients.

Important Things to Know about this Partnership

  • We will maintain all our provider partnerships. We will continue to work with all our existing provider partners throughout Oregon, Idaho, and Montana. We will also continue to pursue future relationships with other healthcare providers.
  • No change to existing provider contracts, processes, policies, programs, or staff. Please be assured that our processes, such as preauthorization and claims payment, will continue as usual. In addition, our name and brand will remain the same.
  • For members, nothing has changed. Members will continue to receive the same outstanding benefits and unmatched customer service that have been hallmarks of PacificSource since 1933.
  • As we move forward, the partnership will provide the foundation for improvements and enhancements. This includes increased access to care for communities, the creation of new and unique health plan offerings, and industry-leading stability in a volatile health insurance market.

Looking for more information? You’re welcome to read the news release or our FAQ for providers to learn more about Legacy Health and this partnership.

Healthcare Reform 

Questions about the Affordable Care Act? You'll find information, FAQs, and links to online resource in our Healthcare Reform Resource Center.


InTouch for Providers

Access your PacificSource account information 24/7.

Medicaid Dental Providers

Learn more about our contracted dental provider networks for Medicaid dental services.

Learn more >



Questions about ICD-10?

See our FAQ.


Your Provider Service Representative

Your PacificSource Provider Service Representative is available any time you have a question or concern. If you're not sure who your representative is, please visit our Provider Service Staff Directory.

Last updated 2/2/2018